Ill Health Claim

I have invested money with Stanlib 7 years ago. In the intrim I had one withdraw about 5 years ago. I have recently been diagnosed with severe arthritis in my spine and hips and subsequently been placed on permanent ill health by my doctor. I have submitted all the required documents to Stanlib as requested. Stanlib acknowledged that they have received all the documents in October 2019 already. I have been following up on a weekly basis and I dont get any response from Stanlib. My financial advisor have been following up and they dont even respond to him as well. I have been unemployed for the past 8 months and I'm in serious financial difficulties and I dont get any sort of support from Stanlib. This is after all why I invested a huge amount into a policy for these situations. Should I report this to the insurance ombudsman?